How hoteliers are using technology to attract and retain customers was the topic for discussion at the roundtable for first module of the Senior Executive Program in Hong Kong. Dean Winter, Operations Director at Swire Hotels, Stephen Wong, CEO Asia Miles and Patrick Sin, Director of Sales, Marketing & Revenue Management at ICON Hotel joined Philip Moscoso, IESE Business School Professor to share their thoughts.
New technologies that are revolutionising the way we travel
Patrick Sin said, working with partners and start-ups that want to showcase their products and adopt their technologies to enhance guest experience is a key USP for them. “We have a few rooms to test new ideas and products to collect guest feedback. We use this information to help us deliver a better customer proposition and experience for everyone visiting us. One of the best examples of this is we were one of the first hotels to promote the Handy Phone (a free smartphone in rooms for guests)”
Advancements in travel technology have made it possible for hotel operators to engage with guests through all stages of the travel journey, through this mobile device.
But is technology enough for customers to really stay loyal?
Stephen Wong, CEO of Asia Miles thinks brands are turning to the power of technology in an effort to attract, engage and retain customers in new and innovative ways. Customer innovation must be at the centre of everything we do.
However we also need to ensure we use the information we have to maximise the decisions we make. Insight and analytics work hand in hand. New technologies isn’t always the answer.
Ready to explore new ways to attract and retain customers? Check out our upcoming Rethinking Customer Experience program.